Service Desk Analyst

Service Desk Analyst (Tier
1) – Healthcare Enterprise IT Environment

Job #: 3042205

The Service Desk Analyst is responsible for delivering high‑quality Tier 1 technical support across a complex enterprise environment. This role owns the full lifecycle of incident and service request management—including intake, triage, troubleshooting, resolution, and documentation—while providing an exceptional customer experience. It is a hands‑on, user‑facing support role requiring strong technical troubleshooting skills, clear communication, and the ability to resolve issues in real time across remote, phone, and in‑person channels.

• Provide Level 1 Service Desk support, managing tickets from intake through resolution using ITSM tools (Service Now or similar)
• Troubleshoot hardware, software, and access issues across desktops, laptops, mobile devices, and peripherals
• Support Windows 10, macOS, Microsoft Office 365, and core enterprise applications
• Handle user issues related to Active Directory, Exchange, group policies, profiles, authentication, and system access
• Diagnose and resolve network‑related issues (IP, DNS, connectivity basics)
• Support Citrix environments and remote access tools
• Deliver support via phone, remote access, and in‑person interactions
• Escalate complex issues appropriately while maintaining ownership and communication with end users
• Maintain accurate documentation, ticket updates, and knowledge base contributions
• Participate in incident management processes and support critical issue resolution
• Continuously build technical knowledge across clinical, enterprise, and security systems

• High School Diploma or GED required (no degree required)
• 1–3 years of hands‑on Service Desk or IT Support experience in a large enterprise environment
• Proven ability to troubleshoot in a Microsoft‑based environment (Windows, Office 365, Active Directory, Exchange)
• Experience with macOS and mobile device support (iOS, Android)
• Familiarity with ITSM tools such as Service Now or Remedy
• Solid understanding of network fundamentals and desktop support troubleshooting
• Strong customer service, communication, and problem‑solving skills
• Ability to work independently in a fast‑paced, high‑volume support environment

• Experience supporting Citrix environments
• Exposure to Azure/Entra
• Familiarity with enterprise hardware (Dell, HP, Apple, Ricoh)
• Experience with ERP systems (People Soft, Workday)
• Exposure to Electronic Health Record (EHR) systems (e.g., Epic)

• Team Size: 5 openings
• Start Date:
  
  Late June
• Duration: 3–6 month contract‑to‑hire (strong potential for long‑term growth into advanced IT roles)
• Interview Process:
  Single panel interview (virtual)
• Shift Options:
  Day shifts (7:00–3:30 or 9:00–5:00)

• Candidates who can hit the ground running (not an entry‑level/ramp role)
• Strong hands‑on troubleshooting and end‑user support experience
• Individuals interested in long‑term growth within IT (admin/engineering paths)

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.